This study attempts to promote the understanding of customer aggression in the health care sector. Based on empirical data collected in a large public hospital we identify situational characteristics that significantly predict the aggressive tendencies of patients and escorting family members...

The importance of apologies in resolving civil disputes is well documented amongst researchers, practitioners and lawmakers. Yet fears that an apology will be treated as an admission of liability or disentitle a defendant to claim an insurance payout often puts a ‘chill' on apologetic...